Tag Archives: customer service

Mexican Folk Dancing

Vantage Point: Celebración de Culturas

We have a real interest in the people who make up the communities we serve. And while NCW is known for its many recreation activities and variety of agriculture, it’s also known for its diversity of people.

This month, we will help celebrate Mexican values and culture by participating in the Fiestas Mexicanas event on September 9 and 10. Fiestas Mexicanas is a nonprofit, all-volunteer organization and a partner of the Wenatchee Valley Museum & Cultural Center. Each year, it celebrates Latin American Independence Day with a family-friendly event that features traditional Latin food and great entertainment from local groups and groups coming directly from Mexico.

The event not only attracts the Latino community, but it also brings in people of all ethnic backgrounds, raising community awareness and education about the history, lifestyle, and people of Mexico.

Jessica Arroyo, our Wenatchee office’s member service representative, remembers performing Mexican folk dances at this event throughout grade and middle school.

Jessica wore traditional folk dresses, which have different designs and colors depending on the region of Mexico they represent. Bright colors like purple and red represent the inside region, white the coastal region, and black the lower regions of Mexico. Girls also wear their hair slicked black in buns with yarn braids, red lipstick, bright eye shadow, and big gold earrings.

Authentic Mexican folk dances have been handed down for generations, so for Jessica, born and raised in Wenatchee, Fiestas Mexicanas is about coming together with a community of people who share a common background.

Uriel Perez, who joined Jessica in representing Health Alliance at the 2015 celebration, says the best part of the event for him was the food vendors that created quality, authentic dishes that represented the best cuisine of Latin and Central America.

But for Uriel, just like other community events we participate in throughout the year, the biggest takeaway we can give people is that we have a Wenatchee customer service office that can provide face-to-face help with Medicare questions year-round.

Fiestas Mexicanas is dedicated to the preservation of family, friendship, and history, and a big part of the event is giving away scholarships and recognizing those who serve others. Health Alliance shares that value and invites you to learn more about the event.

Shannon Sims is a Medicare community liaison for Health Alliance, serving Chelan, Douglas, Grant, and Okanogan counties in Washington. During her time off she enjoys spending time with her family and riding horses.      

Team Up for Greatness

Vantage Point: To Be A Star

There is a patch of I-5 South, just as you turn the bend, where The Tacoma Dome comes into view, and the sight always makes my heart jump into my throat. Opened in 1983, The Dome has hosted major concerts, professional sports competitions, and events. Most importantly for me, it’s also the place where Washington state high school athletes compete at the championship level.

My boys got to experience the honor of standing up among their peers as a part of a team of excellence on December 7, 2008, when Cashmere won the 1A High School Football State Championship. It’s a memory that I, and most of the town, which filled one whole side of the dome, will never forget.

This accomplishment started with the players, who had been honing their skills since grade school. It also took a school backing them with quality equipment and coaching, a town believing in them, and parents dedicated to supporting their goals. The second-string players, who only got a few seconds on the field that day, were just as important as the starters. In practice, they were the ones who helped the starters sharpen their skills. To say the least, they were all stars that day.

I am fortunate in my professional work to also be part of an amazing team. A team, which I say with great pride, whose Washington Medicare plans just earned 4.5 out of 5 stars from the Centers for Medicare & Medicaid Services.*

These Star Ratings measure more than just customer service. They also measure help managing chronic conditions, member complaints, working with providers to help members stay healthy, and members’ overall experience with the plan.

This achievement means a lot. It validates our efforts at Health Alliance and lets us know we are taking good care of our members. But just like a championship football team, we respect this is not an individual endeavor, and we appreciate all of you for sharing access to your resources and welcoming us into your communities. There is no way we could have accomplished this without your support and collaboration. As we share this esteemed recognition with you, please know, we sincerely count you as a member of our team, and we couldn’t have done it without you.

Shannon Sims is a Medicare community liaison for Health Alliance, serving Chelan, Douglas, Grant, and Okanogan counties in Washington. She has four sons and two grandsons. During her time off, she performs as part of a rodeo drill team on her horse, Skeeter.

 

*Medicare evaluates plans based on a 5-Star Rating System. Star Ratings are calculated each year and may change from one year to the next.

Your Insurance Team's Support

Vantage Point: We Work Together to Support You

Painted in the stairwell of Samaritan Hospital is an inspirational message, “All of us, for each of you.” The same can be said of our Health Alliance Medicare team in North Central Washington that works together to provide elevated customer service for members and our provider partnerships.

Eileen, our program assistant, is the first face members see when they visit the Wenatchee office. Eileen feels that by supporting staff and prioritizing tasks, she can focus all her attention on members when they come in.

“Health Alliance isn’t just insurance coverage,” she says. “It is a place to come if you have questions, are seeking information, or would just like a cup of coffee and an ear.”

Jessica, our bilingual customer service representative, says, “The most rewarding part of my job is having the ability to see our members face to face, build relationships, and let them know I am here to listen and help.”

Through her role at Health Alliance, Teri, our customer service lead, hopes to insure our members only have good experiences when adverse situations arise. Teri credits the overall team from claims to medical management for its support in helping her achieve her goal.

Major procedures, hospitalization, surgeries, and discharge plans all need prior approval, and Cindy, our utilization review nurse on the medical management team, uses her experience in risk management, coupled with patient advocacy, to take care of our members through major health issues, thus controlling unnecessary costs.

Medicare is not only complicated for our members, it can be complicated for providers as well. Therefore, Leslie, our provider relations specialist, works directly with clinical staff members to help them understand policies, procedures, and operating systems. By providing face-to-face customer service at the provider offices, it makes providers’ jobs easier, positively impacting their care of our members.

The Centers for Medicare & Medicaid Services ranks Medicare Advantage plans on a five-star scale, and factors within that quality scale relate to providers assessing, managing, and controlling chronic conditions. Amanda, our coding consultant, works directly with physicians to provide coding education and finds it rewarding when she and the doctors learn something from each other, ensuring overall great health care to our members.

Whether they’re working with members or providers or making medical decisions behind the scenes, these are just a few of the local people committed to working together toward the common goal of ensuring quality of care, setting Health Alliance Medicare apart in North Central Washington.

Knit with Heart

Vantage Point: Seniors Knit with Love to Help Others

Before I met with Aїda Bound—a social worker and fierce fighter for civil rights, social justice, the aged, and the underserved—I hoped to impress her with the yarn I was going to donate to the greater Wenatchee Area Hat Project. But as Aїda talked about collecting, sorting, storing, and delivering the hats and the difference the program makes to the (mostly) seniors who make the hats and the children in need who receive them, I was the one who was dazzled.

Health Alliance Medicare employees get the chance to help members every day by giving them great customer service and healthcare benefits. Having a local presence means we can also be involved in North Central Washington communities. Helping others is the principle behind the Hat Project, too. Seniors can join in, even if they are homebound with poor health. Yarn is donated, and hat makers get to choose the design, color, and pattern of each hat and can knit, crochet, or use a loom.

The hat makers know their time and talents are helping others, and it gives them a chance to be creative and social while having fun. One 98-year-old member said it gave her a reason to live. Aїda helped a woman who had dementia and couldn’t remember the pattern keep participating by having her tie knots for quilts made by another member. That way the woman could still benefit from the social support the program provides.

Aїda said, “Love is knitted into each hat and is what makes the difference to the children.” For some kids, choosing a handmade hat may be the first time they have ever been able to pick out something brand-new for themselves.

To donate to the Wenatchee Area Hat Project, please drop off yarn at Wenatchee and East Wenatchee Washington Trust Banks. (They welcome gas card donations, too.)

As someone who donated yarn, it was fun to choose the colors and imagine a senior making something so beautiful for a child in need. If you think a Hat Project could benefit your community, Aїda is willing to help. Call her at 509-888-1953, or email her at gutsgranny@nwi.net.

Quality Customer Service with Health Alliance

Why Should I Choose Health Alliance?

Medicare’s Annual Enrollment Period (AEP) is in full swing, and you might be wondering why you should pick a plan with Health Alliance?

Insurance for Real Life.

We treat you like a person, not a policy. We don’t like to brag, but we have a pretty amazing team. Every person, from front office to corner office, wants you to be your best.

Tens of thousands of network physicians
Hundreds of network hospitals
Nearly 300,000 members
500-plus Health Alliance employees and growing to serve your needs
One goal. Deliver top-notch insurance that fits your needs and budget

You Can Relax Knowing You’re Covered

We are always building our network to give you a large network of doctors, hospitals, and clinics you trust.

If you’re miles from home and outside your network, we have services linked to getting quality emergency medical care while traveling 100 miles from home or abroad through Assist America.

We Are Here to Help

We love hearing from our members. So whether it’s in person, on the phone or through social media, when you have a question, our Customer Service reps are here for you.

You’ll never have to jump through hoops to get answers. They give personal help to over 40,000 callers each month and connect members to answers in 15 seconds or less, on average. They resolve 99.6% of issues on the first call.

They’re also happy to meet with you. Just stop in Monday through Friday. We’re at 206 W. Anthony Drive in Champaign, IL or 316 S. Fifth St., Wenatchee, WA.

Our Medicare seminars are informational meetings we hold all over our service areas during the AEP, so you can find one close to you.

Extra Benefits

Our Medicare Advantage plans have extra benefits like SilverSneakers Fitness Program, $0 Tier 1 drugs at Walmart and Sam’s Club, Assist America, and our Anytime Nurse Line.

We also help you settle in. We mail you your member materials. We will also call you to verify that your coverage is in place and talk to you about making the most of your benefits.

Health Alliance will take care of you every step of the way. It’s no wonder 96% of our members unpack their bags and stay awhile.

Call 1-888-382-9771 (TTY 711) from 8 a.m. to 8 p.m. weekdays. Or visit HealthAllianceMedicare.org for more info.

Health Alliance Medicare is an HMO, PPO, and PDP plan with a Medicare contract. Enrollment depends on contract renewal. You must continue to pay your Part B premium. Low-cost prescriptions are available at other in-network pharmacies. The benefit information here is just a brief summary, not a complete description of benefits. Limitations, copayments, and restrictions may apply. Benefits, formulary, pharmacy network, premium, and/or copayments/coinsurance may change on January 1 of each year.

Getting Covered this AEP

Medicare’s Annual Enrollment Period Is Here!

The Annual Enrollment Period (AEP) for Medicare patients starts today, on October 15.

The AEP comes each fall when the government gives everyone a chance to buy the plan they need. But they only last for so long!

Medicare’s AEP ends on December 7, so there are just a few months for you to pick a health plan.

Health Alliance can help you pick a plan that fits your needs. With great customer service, $0 Tier 1 drugs at Walmart and Sam’s, and the SilverSneakers fitness program, it’s no wonder 96% of our members stay with us year after year.

Check back here and follow us on social media to learn more about Medicare and the special benefits Health Alliance’s Medicare Advantage plans can give you.

Get a head start and start shopping now!

Call 1-888-382-9771 (TTY 711) from 8 a.m. to 8 p.m. weekdays. Or visit HealthAllianceMedicare.org for more info.

Health Alliance Medicare is an HMO, PPO, and PDP plan with a Medicare contract. Enrollment depends on contract renewal. You must continue to pay your Part B premium. Low-cost prescriptions are available at other in-network pharmacies. The benefit information here is just a brief summary, not a complete description of benefits. Limitations, copayments, and restrictions may apply. Benefits, formulary, pharmacy network, premium, and/or copayments/coinsurance may change on January 1 of each year.

AEP Autumn

Vantage Point: It’s That Time of Year

Days are warm and evenings crisp. Orchards bustle during the pear and apple harvest. It is my favorite time of year, but for seniors it can be stressful because of Medicare’s Annual Enrollment Period (AEP), which runs from October 15 through December 7. This is the time of year when most Medicare beneficiaries can choose or change their Medicare coverage.

Better-than-ever health care coupled with healthier lifestyles means people are living longer. With that, living on a fixed income means many seniors worry about having affordable health care for years to come.

One of the most common questions we hear in our Wenatchee office is, “What is the difference between a Medicare Supplement and Medicare Advantage plan (also known as Part C)?” Learning about each product can help people understand what best fits their lifestyles, pocket books, and health care needs.

Whether choosing a Supplement or Advantage plan, you must continue to pay your part B premium.

Medicare Supplements work much like a secondary insurance. They pick up their share of the covered health care cost after Medicare pays, depending on what plan you purchase. For example, it may pick up 10 percent of the 20 percent coinsurance (meaning you would still pay 10 percent). Supplements will not cover any cost Medicare denies, and some Supplements require medical underwriting to gauge the health of the individual. Premiums, or the cost you pay for the coverage each month, are generally more expensive. Like with Original Medicare, you can see any doctor who accepts Medicare.

Medicare Advantage plans replace Original Medicare, which means hospital and doctor visits are paid directly by the plan. Many Advantage plans also include prescription coverage making for one tidy package. To be clear, you still keep all your Medicare benefits. There is no medical underwriting, and premiums are generally lower. Advantage plans also cover extras that Medicare does not, like dental and fitness programs. They also work closely with provider offices to help coordinate care. This helps many members stay healthier. Advantage plans have contracts with provider offices so a member normally must chose a doctor within the plan’s network.

Health Alliance takes Medicare seriously, and our Wenatchee office and helpful customer service representatives are a resource you can count on to help make a great decision for you during AEP and beyond.

Visit us at 316 S. Fifth St. in Wenatchee from 8 a.m. to 5 p.m., weekdays. Or call 1-877-561-1463, TTY 711, from 8 a.m. to 8 p.m. daily. That looks like a toll-free number, but our local representatives are on the other end waiting to help.